Customer Service Specialist

Oct 10, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Lovesac has an entrepreneurial spirit within its walls. It's innovative and exciting. Our products and our people are one of a kind. We are changing the way people think about furniture. While embarking upon a career with us; you will work within an interdependent team of passionate professionals collaborating to exceed expectations in all facets of our growing business.

Voted by Furniture Today Magazine into the Top 100 Growing Furniture Company; we are excited about the future!!

At Lovesac, we believe you should be free to live the life you love. As a Customer Service Specialist, you support our retail, web and customer services by providing customer support to our online visitors via chat, phone and email. You have passion for the product and use your knowledge to sell, help and educate our customers.

Key Job Responsibilities:

* Is responsible to meet or exceed all goals and key performance indicators (KPIs)

* Responds to all customer service inquiries within 24 hours

* Provides daily support to customers via chat, email and phone

* Receives inbound and makes outbound calls to address customer needs and maintain pro-active communication

* Resolves customer issues collaboratively and without escalation; recognizing when to partner with management

* Processes customers orders, pickups, deliveries and warranties correctly using all systems and following all company procedures

* Uses product knowledge to accurately determine customer needs, to influence his or her purchase and to develop collaborative customer relationships

* Maintains open communication with retail stores to ensure an Omni-channel experience

* Maintains a calm demeanor and manages issues professionally and respectfully in accordance with our company standards

* Acts with integrity and trust at all times, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company

Requirements & Qualifications:

An external candidate should have a minimum of 1-3 years of related sales experience. An internal candidate should have at least 1-3 years experience selling in our stores. A bachelor's or associates degree is preferred. You are proficient in Microsoft Office, POS systems, NetSuite, Internet, and have excellent and clear written and verbal communication skills. You are willing to learn new systems and processes.

A Specialist is a proven sales driver and uses his or her product knowledge to meet or exceed KPIs and goals. You meet customer expectations and act always with the customer in mind. A Specialist has proven time management skills and quickly adapts to a changing business environment; able to prioritize responsibilities and multi-task with the appropriate level of urgency. You listen and can use this information to solve problems, anticipate issues and make correct decisions based on a variety of situations. A Specialist is accurate, providing correct information to customers to resolve issues to the customer's satisfaction. You are accountable and take responsibility for his or her actions. A Specialist stays up to date on changes to products and processes, always offering the correct information for our customers. You respect people and comply at all times with the standards, procedures and policies in the Lovesac Employee Handbook.

A Specialist must be capable of using and operating all equipment as required, including but not limited to: iPad, laptop, etc. Be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor or in our warehouse. You are required to travel, as required by the Company in its sole discretion, to out of town meetings and conferences using various forms of transportation.

Our stores including our website are open seven days a week and require morning, evening, weekend and holiday availability. You work in our Headquarters located in Stamford, CT.